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Omni Channel Director

Date: Jan 14, 2022

Location: Chicago, IL, US

Company: James Hardie

Omni Channel Director


About James Hardie Building Products

James Hardie Industries is the world’s #1 producer and marketer of high-performance fiber cement and fiber gypsum building solutions. We employ a diverse global workforce of approximately 4,800 employees across operations in North America, Europe, Australia, New Zealand, and the Philippines, and generated more than $2.9 billion in net sales during our 2021 financial year.


We believe that home is a sanctuary and a canvas for self-expression without compromise. As the trusted innovator and industry leader in the markets where we operate, James Hardie empowers homeowners and building professionals alike to achieve their dream home with premium quality solutions that enable endless possibilities for design and aesthetics, while also delivering trusted protection and long-lasting beauty.

Position Description


The Omni Channel Director leads a team that is responsible for optimizing the customer path to purchase at Retail in store and on eCommerce. ​The Omni Channel Director partners closely with Core and eCommerce Team members internally and externally to understand key merchandising strategies/objectives and uses online behavioral, data-driven insights and industry benchmarking to identify the most impactful opportunities across both Exterior and Interior categories to improve the customer experience. The Omni Channel Director is focused on improving customer satisfaction in path to purchase of James Hardie products, increasing traffic and sales at Retail locations and improving conversion while driving an integrated Omni-Channel experience. S/he will be accountable for ensuring that online assortments maximize sales by marketing a collection of products with compelling color, style, and promotional strategies. S/he will drive an integrated look and feel across Retail Stores and provide recommendations regarding product mix and top selling products through review and analysis of sales history and gross margin. The Director, Omni Channel will lead a large team and be responsible for inspiring, managing and developing team members.



  • Works closely with Retail Merchandising team to understand the merchandising strategies and objectives.
  • Analyzes and leverages customer information and behaviors as well as competitive benchmarking to identify areas necessary to improve the customer research/shopping experience.
  • Analyzes customer information to identify the most significant opportunities to improve the customer experience across categories.
  • Manages the process to identify opportunities to improve taxonomy, purchase path (search and navigation), data content, Search Engine Optimization (SEO) and post-transaction results through tactical execution.
  • Optimizes the Retail category path to purchase in store and on-line.
  • Builds, develops, and leads a team of people leaders. This includes preparing them for growth opportunities and advancement while recruiting, selecting, and hiring talent.
  • Maintains and inspires a highly skilled and engaged team with a focus on clear and consistent communication around company objectives, responsibilities, and expectations.
  • Builds and maintains relationships with strategic vendor partners.


Required Education/Experience:

  • Bachelor’s degree in Business, Marketing, Finance or related field
  • 10+ years’ experience in Omni Channel/ Customer Experience management
  • Strong leadership and interpersonal skills
  • Excellent analytical and strategic thinking skills


Nearest Major Market: Chicago

Job Segment: Manager, Retail Sales, Merchandising, SEO, Management, Retail, Research, Marketing